Leadership case study

The RCGP Primary Care Development Team assisted a practice in developing a new leadership structure and rectify a number of issues in preparation for a CQC re-inspection.

RCGP Primary Care DevelopmentThe issue

A practice was rated as ‘Inadequate’ by the CQC, specifically in the areas of Safety and being Well-Led. The practice was placed into Special Measures. The inspection advised the practice was struggling with leadership issues: 

  • The vision for the practice was not being communicated to staff and what their responsibilities were.
  • Policies and procedures required review.
  • There were no regular performance reviews.
  • Staff were not aware of how the practice was performing. 
  • Proper documentation was not in place regarding internal investigations.
  • Training was required around chaperoning and other safety issues.
  • The practice did not meet cleanliness standards.

How we helped

Our Primary Care Development Team helped prepare the practice for their CQC reinspection. Our team consisted of three advisors: a GP, Practice Manager and Practice Nurse. Each worked with their relevant area of the practice to bring them back on track.

They found that the practice had recently undertaken a merger which had not gone well, and at the same time had changed their computer system. As a result, the practice’s leadership had neglected to notice issues that had arisen regarding support for their nursing staff. Their practice manager was overwhelmed and not coping well.

A detailed action plan was produced for the practice and advisors to have a common document to work with and measure progress. 

The action plan included:

  • implementing a staff appraisal process
  • reviewing their processes and risk assessment procedures
  • putting infection control and cleanliness processes in place
  • improving communication with staff through updated policies
  • ensuring minutes from regular staff meetings were available to all staff.

Most importantly, our team provided personal, peer-to-peer support to encourage and guide the individuals of the practice through the challenges they were facing and reinstate a high performing team.

Outcomes / impact

As a result of this work, the CQC re-inspection rated the overall practice as ‘Good’ and ‘Good’ in four out of five areas.

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